This chapter covers the following topics:
The Service Command Center product configuration setup must be completed after the installation and common configurations are completed as described in My Oracle Support Knowledge Document 2495053.1, Installing Oracle Enterprise Command Center Framework, 12.2.
To complete setup of the Oracle Service Command Center, you must complete the following steps:
Set the following Field Service profile options to specify how the Service Command Center controls access to and processes data:
Profile Option Name | Description | Default Value |
---|---|---|
Service: Command Center - Load service requests updated within last 'n' days. | The ECC data load program loads all service requests, associated tasks, and charges that were updated within the last 'n' days as defined by this profile. | 90 |
Service: Jeopardy - Reaction Date Buffer (in Days) | This profile defines the threshold for at risk service requests or tasks. If the service request Respond By Date falls within the threshold set, then the status of the service request is considered At Risk. | Null |
Service: Jeopardy: Resolution Date Buffer (in Days) | This profile defines the threshold for at risk service requests or tasks. If the service request Expected Resolution Date falls within the threshold set, then the status of the service request is considered At Risk. | Null |
Enterprise command centers support searching on descriptive flexfields (DFFs) attributes. After you configure DFFs you must run the data load process to make the DFF attributes available in the command center.
For additional information about configuring and customizing flexfields, see the Oracle E-Business Suite Flexfields Guide and My Oracle Support Knowledge Document 2495053.1, Installing Oracle Enterprise Command Center Framework, Release 12.2.
Dashboard | Data Set | DFF Title | DFF Name | DFF Attribute Group Name |
---|---|---|---|---|
Agent and Manager | cs-service | Additional Information for Agents | CS_INCIDENTS_ALL_B | Additional Information for Agents |
Agent and Manager | cs-service | Additional Information | CS_INCIDENTS_ALL_B_EXT | Additional Information |
Agent and Manager | cs-service | Tasks Additional Information | JTF_TASKS_B | Tasks Additional Information |
Agent and Manager | cs-tasks | Tasks Additional Information | JTF_TASKS_B | Tasks Additional Information |
Charges | cs-charges | Estimate Details Additional Information | CS_ESTIMATE_DETAILS | Estimate Details Additional Information |
To load Oracle E-Business Suite data into the Service Command Center, run the concurrent program Service Command Center Data Load. You can find this concurrent program under Submit Requests in the Service responsibility.
Before you load data from Oracle E-Business Suite into Service Command Center, ensure that your EBS data is accurate and current by running any concurrent programs that impact attributes used in the command center.
Run the concurrent program from the Submit Request window.
To load Service data
In the Name field, enter Service Command Center Data Load.
Select the appropriate load type:
Full Load: Loads all service request data, associated tasks data, and debriefs and charges data, and is required to be run for the first data load. If you select and run full load for subsequent requests, then this program clears all service data from ECC and loads fresh data.
Incremental Load: Loads the data modified and updated from the previous load only. Incremental load should be scheduled to run as often as required to keep the ECC dashboard current.
Enter one or more language codes in the Languages field for the output. For multiple language codes, use the format AA,BB,NN. For example, enter US,AR,KO. If the field is blank, then the data will be loaded for the base language only (usually US).
Select the Log Level that you want the program to report. The default value is Error.
Select True to enable SQL trace. Otherwise, select False.
Submit the concurrent request.
Review your request using the Requests page.
Monitor data loading using the Data Load Tracking page of the ECC Developer responsibility.
To review request details
From the menu, click Requests. The Find Requests window appears.
Highlight the All My Requests radio button and click Find. The Requests window appears and displays all of your requests.
In the Requests window, select the row that contains your request and then click View Details. The Request Detail window appears and displays the ECC- Run Data Load information.
Click OK to exit and close the window.